The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction
Abstract
Purpose
First, to investigate the relationship between customer perception of service quality and bank financial performance in the new context of the automated banking environment in Australia. Second, to test for the mediating role of customer satisfaction in that relationship.
Design/methodology/approach
Reviews a very large literature and numerous previous empirical investigations of service quality. Defines automated service quality. Proposes a mediated model linking service quality to banks' financial performance through customer satisfaction in the context of the automated retail banking, and tests it by structural equation modelling (Amos 5).
Findings
Customer satisfaction is confirmed as a mediator in the relationship between automated service quality and financial performance.
Research limitations/implications
Further research is indicated, to validate the relevance of the findings across different countries.
Practical implications
The proposed model can guide the formulation of marketing strategies, relating to the delivery of automated services, which have the potential to achieve high levels of customer satisfaction and financial performance.
Originality/value
Contributes to the current body of knowledge by improving understanding of the main issues relating to the effect of service quality on bank profitability, and the mediating role of customer satisfaction in this new banking context.
Keywords
Citation
Al‐Hawari, M. and Ward, T. (2006), "The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction", Marketing Intelligence & Planning, Vol. 24 No. 2, pp. 127-147. https://doi.org/10.1108/02634500610653991
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited